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Efektivitas Penanganan Keluhan Pasien Pelayanan Kesehatan di Rumah Sakit Bahteramas Sulawesi Tenggara

Media Kesehatan Masyarakat Indonesia · Vol. 15 No. 4 (2019) · hlm. 400–407

DOI
10.30597/mkmi.v15i4.7894
ISSN
2356-4067, 0216-2482
Terbit
2019-12-12
Penerbit
Faculty of Public Health, Hasanuddin University, Makassar
Bahasa
en
Lisensi
creativecommons.org/licenses/by-nc-sa/4.0

Abstrak

to society, but the providing service must be quality and satisfying for patients. One measure of the successof the service is a complete complaint handling system. This study aims to analyze the effectiveness of the handlingof health service complaints in the Bahteramas Hospital of Southeast-Sulawesi Province. This is a qualitativeresearch, with case-study approach. Informants are patients and staff of the hospital. Collection data conducted byin-depth interviews, observation and document review. The results indicate that the handling of complaints of healthservices in hospitals has not been entirely effective. In its implementation, there were still many problems includingcomplaint-handling obstacles, unclear complaint-handling information, partly refusal complaint-handling, aslow complaint-handling, lack of officers’ sympathy, lack of complaint-handling solutions, no explanation fromthe officer, no complaint-handling unit. The implementation of complaints handling in Bahteramas Hospital hasnot been effective, there were still some problems faced, namely the aspects of service quality, organizationalbehavior and service resources. There are some items needed to enhance by the hodpital namely improvementof policies, service management, education and training for officers, and fulfillment of service resource needs.

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  • Universitas Halu Oleo
  • Hasanuddin University
  • State University of Semarang
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
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Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Yasnani YasnaniUniversitas Halu Oleo17
Siti Rabbani KarimunaUniversitas Halu Oleo10
Arum Dian PratiwiUniversitas Halu Oleo8
Asnia ZainuddinUniversitas Halu Oleo7
Yusuf SabiluUniversitas Halu Oleo6
La Ode Ahmad SaktiansyahUniversitas Halu Oleo6
Jafriati JafriatiUniversitas Halu Oleo5
Jumakil JumakilUniversitas Halu Oleo5
Fifi NirmalaUniversitas Halu Oleo4
Nurhaedar JafarAfiliasi tidak diketahui4
Listy HandayaniUniversitas Halu Oleo3
Devi Savitri EffendyUniversitas Halu Oleo3
Ramadhan TosepuUniversitas Halu Oleo3
Rizal Adi SaputraUniversitas Halu Oleo3
Suhadi SuhadiState University of Semarang3
CitrakesumasariAfiliasi tidak diketahui3
Harleli HarleliUniversitas Halu Oleo3
Nurnashriana JufriUniversitas Halu Oleo2
Jusniar Rusli AfaUniversitas Halu Oleo2
Putu Eka Meiyana ErawanUniversitas Halu Oleo2
Lade Albar KalzaUniversitas Halu Oleo2
Nurul MutmainaUniversitas Halu Oleo2
Syawal Kamiluddin SaptaputraAfiliasi tidak diketahui2
Lisnawaty LisnawatyAfiliasi tidak diketahui2
La SurimiUniversitas Halu Oleo2
Fifi Nirmala GUniversitas Halu Oleo2
Ruslan MajidAfiliasi tidak diketahui2
Lymbran TinaUniversitas Halu Oleo2
Lisnawaty LisnawatyUniversitas Halu Oleo2
Febriana MuchtarUniversitas Halu Oleo2
Sitti Rabbani KarimunaUniversitas Halu Oleo2
Agnes Mersatika HartoyoUniversitas Halu Oleo2
Fithria FithriaUniversitas Halu Oleo2
Fridawaty RivaiHasanuddin University2

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unhas.ac.id/index.php/mkmi/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Efektivitas Penanganan Keluhan Pasien Pelayanan Kesehatan di Rumah Sakit Bahteramas Sulawesi Tenggara</dc:title>
	<dc:creator xml:lang="en">Suhadi, Suhadi</dc:creator>
	<dc:creator xml:lang="en">Maidin, Alimin</dc:creator>
	<dc:creator xml:lang="en">Palutturi, Sukri</dc:creator>
	<dc:creator xml:lang="en">Bahar, Burhanuddin</dc:creator>
	<dc:creator xml:lang="en">Nurmaladewi, Nurmaladewi</dc:creator>
	<dc:creator xml:lang="en">Astuty, Esti</dc:creator>
	<dc:subject xml:lang="en">Efektifitas</dc:subject>
	<dc:subject xml:lang="en">pelayanan kesehatan</dc:subject>
	<dc:subject xml:lang="en">rumah sakit</dc:subject>
	<dc:description xml:lang="en">to society, but the providing service must be quality and satisfying for patients. One measure of the successof the service is a complete complaint handling system. This study aims to analyze the effectiveness of the handlingof health service complaints in the Bahteramas Hospital of Southeast-Sulawesi Province. This is a qualitativeresearch, with case-study approach. Informants are patients and staff of the hospital. Collection data conducted byin-depth interviews, observation and document review. The results indicate that the handling of complaints of healthservices in hospitals has not been entirely effective. In its implementation, there were still many problems includingcomplaint-handling obstacles, unclear complaint-handling information, partly refusal complaint-handling, aslow complaint-handling, lack of officers’ sympathy, lack of complaint-handling solutions, no explanation fromthe officer, no complaint-handling unit. The implementation of complaints handling in Bahteramas Hospital hasnot been effective, there were still some problems faced, namely the aspects of service quality, organizationalbehavior and service resources. There are some items needed to enhance by the hodpital namely improvementof policies, service management, education and training for officers, and fulfillment of service resource needs.</dc:description>
	<dc:publisher xml:lang="en">Faculty of Public Health, Hasanuddin University, Makassar</dc:publisher>
	<dc:date>2019-12-12</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unhas.ac.id/index.php/mkmi/article/view/7894</dc:identifier>
	<dc:identifier>10.30597/mkmi.v15i4.7894</dc:identifier>
	<dc:source xml:lang="en">Media Kesehatan Masyarakat Indonesia; Vol. 15 No. 4: DESEMBER 2019; 400-407</dc:source>
	<dc:source>2356-4067</dc:source>
	<dc:source>0216-2482</dc:source>
	<dc:source>10.30597/mkmi.v15i4</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://journal.unhas.ac.id/index.php/mkmi/article/view/7894/pdf</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2020 Suhadi - -, Alimin - Maidin, Sukri - Palutturi, Burhanuddin - Bahar, Nurmaladewi - -, Esti - Astuty</dc:rights>
	<dc:rights xml:lang="en">https://creativecommons.org/licenses/by-nc-sa/4.0</dc:rights>
</oai_dc:dc>